3 Steps to Build Better Customer Success Relationships: “The Go-Slow to Go-Fast Approach”

Many well-intentioned CS professionals are so focused on the details of their product or service, and are in a rush to get the customer to cover a lot of information, they skip the critical relationships-building tasks that form the foundation for a strategic, trusting relationship. As a result, clients are cautious and hesitant to engage[…]

Successful Software Adoption

1 Most organizations are surprised by how difficult it is to get people to adopt new technology. The biggest mistake many organizations make is believing that people will have no choice but to adopt a new IT system because it will be mandatory. Sound familiar? Mandating system use is a common approach that is guaranteed[…]

How to improve Customer Success and reduce customer churn in a SaaS company

1 What is Customer Success for today’s business? Customer Success provides a solid foundation for a company to grow and scale with customers for life. In today’s competitive market, SaaS providers fully depend on upsells, referrals and renewals year after year. Most SaaS companies put all of their focus and effort into developing their product(s)[…]

Top-5 Customer Success Conferences to Attend this Spring

In 2018, the focus of Customer Success (CS) is how to make it a company-wide effort since cross-functional strategies and well-coordinated action is required to drive CS. To help you improve your customers’ experience, retention and loyalty, world experts are gathering to share their CS best practices, tactics and methods with you.    Tri Tuns gathered[…]

Successful women leaders are breaking new ground in Customer Success

What is your title and role and how long have you been working in the CS space or similar role?  My name is Shannon Hyson and I’m the Global Head of Customer Success at a large B2B company in London, England, and I’ve been in the CS space for 10 years –  even before it[…]

Successful women leaders are paving the way for customer success

Customer Success (CS) is an exciting field and while still a very young and rapidly evolving discipline, some initial trends are starting to emerge. One of the most exciting and compelling trends is that many strong and talented women business leaders are boldly breaking new ground in the CS space.   These Customer Success women leaders[…]

SaaS Customers Key to Success

The 4+1 Keys to Successful Software Adoption Planning & Execution

For SaaS vendors and SaaS customers……. People are confronted by questions all the time, some as simple as “what came first, the chicken or the egg?”, and others not so simple like “who owns software adoption?”. All sarcasm aside, these two questions are related as they both apply to the world of customer success and[…]

How to Develop a Cohesive Customer Success Management Strategy

Many SaaS vendors recognize the need for a Customer Success Management Strategy, but they struggle with knowing where to begin creating this capability. They often start with what they are comfortable with and by doing what they already know how to do. But this won’t solve their problem. It is time for something new. The[…]

Idea on what you can learn

What a 2 year old can teach you about software adoption

What a 2 year old can teach you about software adoption We can learn a lot from young kids, if we just pay attention.  Here is an example that can help you increase adoption of your software and performance over year team.   Action See if you can relate to this one.  This morning we[…]

ARC of Software Adoption Learning Curve

The critical ARC of your Software Learning Curve

The critical ARC of your software learning curve While working on a client Software Adoption Rescue project, the client executive shared that they had always known their users would need to navigate up a steep learning curve before they fully adopted the software. Yet, despite this expectation and their best efforts to provide the communications,[…]